Senior Manager, Dedicated Product Support
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Job Description
Senior Manager of Dedicated Product Support at Bullhorn, leading a team focused on high-stakes customer escalations and enhancements in service excellence.
Responsibilities:
- Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication
- Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust
- Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions
- Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts
- Partner with Support Operations to ensure coverage, capacity, and process efficiency
- Proactively identify trends affecting customer experience and drive improvements before they become escalations
- Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues
- Advocate assertively for customer needs and influence prioritization decisions at the program level
- Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why
Requirements:
- 5-7+ years of experience in Product Support, Technical Support, or Customer Experience
- 2–4+ years of people management experience preferred
- Proven experience handling high-severity escalations and executive level customer-facing situations
- Strong executive presence with the ability to lead customer conversations confidently
- Exceptional verbal and written communication skills
- Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred)
- Demonstrated ability to make decisions quickly in high-pressure environments
- Experience supporting enterprise or strategic customers is strongly preferred
- Bonus Points for:
- Staffing industry experience
- Experience in the SaaS industry or with cloud-based software solutions
- Proven track record of managing support teams and improving support processes
- Interest and/or understanding of AI
Benefits:
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
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